Phase 3 · TransformWeek 10
Customer experience and digital products
Move from what technology should we build to what experience should the customer have.
Challenge
Map a failing customer journey and design the experience it should deliver instead.
Deliverable
Digital Customer Journey Map
Ten features added to an application can lower customer satisfaction when they add friction rather than clarity.
This week you trace a real customer journey, from discovery through interaction, validation, payment and support, to locate precisely where the digital experience destroys value instead of creating it.